Lead a high-impact support team helping families navigate virtual mental health care with clarity, empathy, and speed.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral health treatment for young people and families. The care model focuses on access, outcomes, and connection across clients, clinicians, and care teams.
Schedule
- Full-time, remote
- Evening and weekend coverage required, up to 9:00 pm MT
- Not accepting candidates in Alaska, California, Colorado, Illinois, Maine, New York, or Washington
Responsibilities
- Supervise a team of Care Experience Specialists and ensure excellent client support at every touchpoint
- Track attendance, conduct, and performance, coaching team members to hit KPIs
- Handle escalations and resolve complex family and patient concerns
- Run weekly 1:1s and team meetings to drive performance and morale
- Oversee task queues, assign outreach, and monitor resolution within one business day
- Partner with Admissions, Billing, Utilization Review, Outreach, and Clinical teams to remove blockers
- Support onboarding and continuing training for new and current team members
- Report team results and schedule adherence, escalating risks as needed
- Maintain accurate documentation and process adherence
Requirements
- Bachelor’s degree in health sciences, business, communications, or related field
- 2+ years of people leadership with direct supervision in customer or patient support
- Experience with adolescents and young adults in healthcare preferred
- 1–2 years using Salesforce or similar CRM and contact center tools
- Proven ability to manage to KPIs using data and clear coaching plans
- Strong communication, relationship building, and listening skills
- High attention to detail in a fast-paced, changing environment
- US work authorization and fluent English
- Proficiency with Slack, Google Workspace, Microsoft Office, Zoom, and EMR systems
Compensation and Benefits
- Base salary target: $57,000–$73,000
- Target performance bonus available; total cash potential up to $63,000–$80,000
- Comprehensive benefits package for full-time, exempt employees
What Success Looks Like
- Team KPI attainment across call quality, first call resolution, time to resolution, task completion, and satisfaction
- Reliable schedule coverage and strong schedule adherence
- Clear, timely communication across clients, families, and internal partners
Happy Hunting,
~Two Chicks…